The Summary

• The Challenge: A previous booking engine with no loyalty program and weak Google Hotel Ads integration, limiting visibility and repeat bookings.
• The Strategy: A switch to Profitroom Suite, combining the Booking Engine, CRM & Marketing Automation, Loyalty, and AI Agent in one connected setup.
• The Results: The AI Agent now converts at 43%, and the Loyalty Program drives 23.6% of total revenue, and Abandoned Cart recovery brought back nearly €100K in sales.

 About Kalev Spa & Water Park

Kalev Spa Hotel & Water Park is a four-star hotel in the heart of Tallinn, on the edge of the UNESCO World Heritage-listed Old Town. With 125 rooms, a fitness centre, a modern spa, and the largest water park in central Tallinn and Northern Europe, the hotel serves families, couples, and business travelers looking for both convenience and recreation in the city centre.

The Challenge: Closing the Loyalty Gap

Before Profitroom, Kalev Spa's booking engine had two clear gaps. It didn't integrate well with Google Hotel Ads, which capped online visibility. And it had no loyalty program, so returning guests had little reason to book direct instead of through an OTA.

For a hotel built around repeat visits to its spa, water park, and seasonal packages, that was a missed opportunity. The team needed a platform that could sell the full resort experience, not just rooms, and reward guests for coming back.

The Strategy: One Platform, Full Resort Coverage

Kalev Spa's General Manager first met the Profitroom team at a travel fair, drawn by a booking engine, website features, and marketing tools built specifically to grow direct bookings. A year later, the hotel now runs on Profitroom Suite, Loyalty, Pay-Per-Stay, CRM & Marketing Automation, and AI Agent.

The flexibility mattered as much as the features. Profitroom gave the team one place to promote rooms alongside spa packages, water park offers, and seasonal promotions, making it easier for guests to discover everything the resort has to offer before they book.

"We see Profitroom as a trusted long-term partner. Their continuous product development, reliable support, and understanding of the hospitality industry help us stay competitive and improve our direct booking strategy."

    — Jekaterina Traigel, Revenue & Distribution Specialist, Kalev Spa Hotel & Water Par

The Results: Steady Direct Revenue and Booking Share Growth

1. The AI Agent Converts at 43% Running 125 rooms alongside Northern Europe's largest central water park, a spa, and a fitness centre means a high volume of guest questions. The AI Agent doesn't just answer them, it converts. With a 43% conversion rate, it's turning routine enquiries into bookings around the clock.

2. Loyalty Now Drives 23.6% of Total Revenue The Loyalty Program closed the biggest gap in Kalev Spa's old setup. Today it generates 23.6% of total revenue, giving returning guests a direct incentive to book again through the hotel's own website instead of an OTA.

3. Abandoned Cart Recovers Nearly €100K Guests don't always book on the first visit. Profitroom's Abandoned Cart feature follows up automatically, recovering nearly €100,000 in sales that would otherwise have been lost.

4. Packages and Extras Drive ADR Growth Thanks to packages and extras promoted through the booking engine, Kalev Spa has grown its Average Daily Rate (ADR) by turning room bookings into full resort sales. Spa packages, water park offers, and seasonal promotions give guests more ways to spend and more reasons to book direct.

Key Takeaway for Hoteliers

Kalev Spa's first year with Profitroom shows that a strong direct channel doesn't require years of history to start working. A booking engine built to showcase a full resort, paired with a loyalty program guests actually want to use, was enough to make Profitroom the hotel's leading source of bookings within 12 months.

Profitroom Products Used

• Booking Engine
• CRM & Marketing Automation
• AI Agent
• Loyalty Program
• Pay-Per-Stay